Dreams Natura Riviera Cancun

The housekeeping team was excellent. They kept our room very clean and even came back in the early evening to freshen up the beds, which was a nice touch. The servers at the restaurants were also wonderful—friendly, attentive, and professional.

My main issue was the limited variety of food available at the buffet and restaurants. The buffet restaurant served the same breakfast every day, and there weren’t many options for either breakfast or lunch. We also had dinner at the restaurants, but there weren’t many options to choose from. In addition, the Italian restaurant was closed on one of the days we wanted to make a reservation. We have visited many resorts, and we had never experienced a situation where a restaurant that guests expected to be available was closed. More variety and consistency with the dining options would definitely improve the overall experience. Unfortunately, our experience with the Preferred Club Lounge was very disappointing. The room key is supposed to be scanned to access the Preferred Club Lounge, but the door scanner was not working. The door could simply be opened, which meant that anyone, including guests who had not paid for the Preferred Club package, could potentially enter the lounge. What was even more disappointing was an experience I had with a staff member named Noe. I went into the lounge with my family to get some refreshments, and while I was getting food, Noe approached me and asked for my room number. Shortly afterward, another guest walked into the lounge and went to get refreshments, but Noe did not ask him for his room number.

My wife noticed this and asked Noe why he had only asked me for my room number and not the other guest. He responded that he had already asked the other guest for his room number, even though we had clearly seen that guest walk in after us. At that point, we felt that we were being profiled, and what made the situation worse was that we felt Noe was not being truthful with us about what had happened. We had already been staying at the resort for three days, so this was particularly upsetting.

Before making any assumptions, we decided to observe how other guests were treated. We noticed several guests who appeared to be newly checked in entering the Preferred Club Lounge, and Noe did not ask any of them for their room numbers.

Overall, while the housekeeping team and restaurant servers provided excellent service, our experience with the Preferred Club Lounge—and particularly this interaction with Noe—left us very disappointed. Guests who pay extra for the Preferred Club experience should be able to expect proper access control and to be treated fairly, consistently, and respectfully. I hope management addresses both the access issue and the concerns about how guests are being treated in the lounge.

Love the food and entertainment. Especially Didier and Tania. Great people here.